Lynn Martin
Scarborough,ME
Summary
Dynamic leader with a proven track record at UNUM, excelling in client success leadership and cross-functional collaboration. Spearheaded service delivery strategies, achieving significant process improvements. Expert in team management and stakeholder engagement, driving change and enhancing service experiences across various operational focuses.
Overview
15
15
years of professional experience
Work History
Client Service Center, Manager
UNUM
10.2023 - Current
- Leading a team of 10 employees dedicated to enhancing billing, enrollment, and contract experience for small businesses customers on all group products.
- Building strong partnerships across all Hub Leaders, ensuring delivery of high-quality services to our customers.
VB Billing, Manager
UNUM
06.2022 - 10.2023
- Lead a team of 20 employees with billing functions for both Group and Voluntary Benefits products.
- Partnered with field offices to exceed expectations and deliver outstanding service to customers.
- Supported the transition of VB customers to migrate through our new Achieve platform for an enhanced experience.
Servicing Quality Audit, QA Consultant II
UNUM
01.2017 - 06.2022
- Conducting monthly business audits, ensuring the business is adhering to all compliance and regulatory expectations.
- Strong partnership with businesses to deliver monthly results.
- Experience with vendor relationships and the transition of business tasks (EXL Services).
Business Specialist IV
UNUM
01.2016 - 01.2017
- Demonstrated strong comprehension of Agile methodology.
- Collaborated with Scrum and project teams to offer expertise on service operations roles and responsibilities.
- Managed vendor relationships with Majesco.
iServices/Electronic Data Support, Manager
UNUM
01.2013 - 01.2016
- Managing a team of 20 employees supporting different service operational focuses
- Promote continuous improvements, to support better service to our customers, both internal and external partners
- Experience with vendor relations and data feed set ups
Group New Business/NBOC, Manager
UNUM
01.2010 - 01.2013
- Lead a team of 30 employees with multiple functions for all group products
- Partnered with field offices to gain confidence and trust with expectations on delivery of contracts and bills
- Co-facilitated all regional DSA quarterly calls, to communicate changes, project updates, resource planning, and turnaround timeframes
Education
Business Administration -
University of Southern Maine
Skills
- Client Success Leadership
- Cross-functional Collaboration
- Service Delivery & Strategy
- Team Management & Development
- Process Improvement & Efficiency
- Group & Individual Case Management
- Sales Support & Account Management
- Stakeholder Engagement
- Change Management
Timeline
Client Service Center, Manager
UNUM
10.2023 - Current
VB Billing, Manager
UNUM
06.2022 - 10.2023
Servicing Quality Audit, QA Consultant II
UNUM
01.2017 - 06.2022
Business Specialist IV
UNUM
01.2016 - 01.2017
iServices/Electronic Data Support, Manager
UNUM
01.2013 - 01.2016
Group New Business/NBOC, Manager
UNUM
01.2010 - 01.2013
Business Administration -
University of Southern Maine
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